Shaneela Rani

A committed and experienced civil servant with 11 years of service at the Office for the Public Guardian (OPG) and a background in customer service. Skilled in managing caseloads, overseeing administrative functions, and ensuring compliance with legal regulations related to the protection of vulnerable individuals. Proven leadership in managing teams, customer relations, and resolving complex queries efficiently.

Adept at maintaining confidentiality and fostering positive relationships with clients and stakeholders, providing exceptional support and guidance.

OPG Caseworker - Office of the Public Guardian

• Manage and progress a caseload relating to Lasting Powers of Attorney (LPAs), ensuring cases are handled accurately and in accordance with relevant procedures and guidance.
• Deal with enquiries from customers regarding their LPAs, providing clear, professional and appropriate information and support.
• Handle customer telephone calls, listening carefully to individual circumstances and resolving queries efficiently.
• Review and assess case information, identifying any issues or missing information and taking appropriate action to progress cases.
• Maintain accurate and detailed case records, ensuring information is recorded correctly and kept up to date.
• Work with confidential and sensitive personal information while maintaining a high standard of professionalism and data protection.
• Communicate effectively with a wide range of customers, adapting communication to meet individual needs.
• Prioritise and organise workload effectively to manage competing demands and ensure cases are progressed within required timescales.
• Apply policies, procedures and guidance consistently when making decisions and dealing with casework.
• Work collaboratively with colleagues to resolve complex enquiries and ensure customers receive an effective service.

Complaints Officer - Office of the Public Guardian (OPG)

(2024 - 2026)

• Handled complex and sensitive complaints relating to Powers of Attorney, Deputyships, and OPG services, often involving vulnerable individuals and safeguarding concerns.
• Investigated complaints thoroughly and impartially, ensuring responses were accurate, clear, and aligned with OPG policies and legal frameworks, including the Mental Capacity Act 2005.
• Liaised with casework teams, legal advisors, and external stakeholders (e.g. solicitors, family members, safeguarding teams) to gather information and resolve complaints effectively.
• Ensured compliance with government complaint-handling standards and provided fair outcomes within agreed timescales.
• Maintained detailed and accurate records in case management systems, contributing to audit readiness and transparency.
• Identified trends and recurring issues, feeding back insights to improve service delivery and prevent future complaints.
• Successfully resolved high volumes of complaints, including high-profile or escalated cases, within statutory timeframes.
• Contributed to internal training materials on best practices in complaint handling and communication with vulnerable service users.

IT Team (On site help desk) - Office for the Public Guardian (OPG)

(2022 - 2024)

• Provided first-level technical support to end-users via phone, email, teams using remote desktop tools.
• Diagnosed and resolved hardware, software, and network issues
• Installed, configured, and updated desktop and laptop systems and devices such as printers, scanners
• Escalated unresolved issues to Level 2/3 support and tracked tickets
• Maintained detailed documentation of issues and resolutions, improving team efficiency.
• Provided onboarding IT support for new hires, including workstation setup and software access.
• Reduced average ticket resolution time by 25% through process optimization.
• Recognized by management for excellent customer service and communication skills.

Sales Executive - Ibby & Co Ltd

(2024 - 2025)

• Identified and approached potential new clients to generate business opportunities and expand the company’s customer base.
• Promoted the company’s property maintenance and related services to prospective clients.
• Prepared competitive offers and quotations to attract new customers while meeting client requirements.
• Built and maintained strong relationships with clients by understanding their needs and providing suitable service solutions.
• Managed ongoing communication with clients and ensured their property maintenance requirements were addressed efficiently.
• Followed up with prospective clients, negotiated service terms, and supported the process from initial contact through to securing new business.
• Maintained long-term client relationships to encourage repeat business and customer satisfaction

Civil Servant - Team Leader - Office for the Public Guardian (OPG)

(2016-01 - 2022)

• Manage and oversee caseloads for individuals unable to make decisions due to mental incapacity, ensuring legal protections are upheld under the Mental Capacity Act.
• Lead and supervise a team of 12 administrative and case management staff, providing direction and support to ensure efficient processing and legal compliance.
• Coordinate multiple projects involving safeguarding and vulnerable individuals, overseeing timelines, deliverables, and resource allocation.
• Advise clients and their families on processes such as lasting powers of attorney and deputyship, managing each case through its lifecycle.
• Implement strategies for improving internal processes and client service, contributing to the overall efficiency of the OPG.
• Liaise with external agencies and stakeholders to enhance care coordination and protect the interests of individuals under care.

Customer Service Officer - Virgin Trains

(2015-03 - 2015-12)

• Provided frontline customer support in a high-volume service environment, responding to inquiries, resolving complaints, and offering guidance on services.
• Managed customer accounts, ensuring accurate data entry and record-keeping in line with company policies.
• Handled sensitive customer situations with empathy, professionalism, and attention to detail, ensuring all queries were addressed promptly and effectively.
• Processed service applications, managing cases from initiation to resolution, providing regular updates to customers on the progress of their requests.
• Worked collaboratively with team members to improve customer service processes and achieve performance targets.
• Trained new customer service representatives, enhancing team performance and customer satisfaction rates.

Administrative Assistant

(2014-04 - 2015-02)

• Supported office operations, ensuring smooth handling of documentation and daily administrative tasks.
• Assisted with the intake and processing of applications for powers of attorney, deputyship, and guardianship.
• Served as a point of contact for clients, responding to inquiries and providing timely, accurate information.
• Supervised filing systems and documentation, ensuring compliance with data protection regulations.
• Provided mentoring and training to junior staff on customer service protocols and office procedures.

GCSEs - Maths: C; English Language: C; English Literature: C; Science: C; Religious Education (RE): B; Urdu: B; Drama: C; History: B; IT: B